Senior Customer Relations Advisor

Working alongside but independently of our Claims team, the Senior Customer Relations Advisor is responsible for responding to all escalated customer complaints. In doing so, the Senior Customer Relations Advisor will liaise with all parties connected to the complaint and ensure issues are addressed and remedied in accordance with the Company's FCA commitments and ethos of customer service. Moreover, they will maintain and review relevant statistics and information to identify areas for improvement and training needs for the wider Claims team.Your tasks

• Customer Service responding promptly & efficiently to all escalated complaints made in connection with the contract of insurance.
• Complaint Remedy investigating and assessing all customer complaints and identifying the most cost-efficient and appropriate remedy without conflict to our FSA commitments.
• Work Flow Management investigating and assessing all customer complaints and identifying the most cost-efficient and appropriate remedy without conflict to our FSA commitments.
• Compliance plan & prioritise own work to meet company service standards.
• Communication work effectively with all stakeholders to the complaint (including third party suppliers and our underwriters) to ensure complaints are resolved without undue delay.
• Support provide ongoing support to junior roles but without line management responsibility. Take part in ad-hoc projects & assist with the claims team's L&D plans in respect of complaint handling.
• Quality Assurance assists with/conducts audits of external law firms to ensure their adherence to company service standards.
• Learning & Development take responsibility for own learning needs and works closely with colleagues to progress knowledge & skills base.
  
  A Law graduate or equivalent OR a good level of education (min. 5 GCSE Grade C+) with 2+ years relevant experience, including complaint handling experience. Good working knowledge of MS Office applications. Good numeracy & literacy skills. Exceptional communication skills with the confidence and ability to handle difficult and/or concerned customers. CII qualified or working towards Knowledge of Legal Expenses Insurance
  
  Fair and competitive basic salary
• Pension Generous pension scheme with additional "matching" option